MOU between the AER and energy industry ombudsman schemes

The new National Energy Customer Framework, comprising the National Energy Retail Law, National Energy Retail Regulations and National Energy Retail Rules, is currently being developed. Following implementation of the national framework, the AER will assume responsibility for monitoring and enforcing compliance with the Retail Law and Rules.

The National Energy Customer Framework will require energy retailers and distributors to participate in a recognised energy industry ombudsman scheme.

The AER has entered into memoranda of understanding to promote effective communication, cooperation and co-ordination between the AER and recognised energy industry ombudsman in the performance of their different roles in the energy industry.  These arrangements aim to enhance the understanding of consumer protection issues in relation to the national energy market, and the performance by the ombudsman schemes and the AER of their respective roles.